How can I be sure my friend will get his internet today?
I sent my friend Charles Mukendi a friend invitation for the internet. He got the invitation and the code and someone is supposed to come today to bring the equipment. However, they messed up his name and no payment has been taken from his credit card. Now he is not sure if anyone is really coming today. How can we fix this? Instead of Charles Mukendi, they put his name as Charles Ilona Ilona Mukendi. I really don't want to lose this connection as, due to the special, we both benefit from the $40.-bonus
Best Answer
-
Hi
Is he sure no payment was deducted from his credit card? This would not be a good sign that the order went through. His order confirmation can be verified on his Fizz account.
see "My plans" or "My settings" > "Order history"
Your friend can also check the date and time of the appointment on his Fizz account.
To view your Fizz technician appointments:
- Log into your account and go to Manage plan.
- Click on Appointments.
- Here you will be able to see a complete list of all your past and future appointments.
- You will also be able to reschedule and cancel future appointments.
source - https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address
If no order was made, he can start a new activation.
As mentioned, if there is any problem, he should contact Fizz customer service - https://fizz.ca/en/contact-us
0
Answers
-
Hi,
I suggest you to contact Fizz’s customer service team directly to resolve this issue, they will be able to do some further investigation to correct this situation as well as provide you precise answers. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.
If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:
-By private message on Facebook/Messenger: https://facebook.com/fizzca.
-By private message on Twitter : https://mobile.twitter.com/fizz_ca
-Whatsapp : (438) 393-5814
0 -
He can also log into his Fizz account to see his future technician appointments.
To view your Fizz technician appointments:
- Log into your account and go to Manage plan.
- Click on Appointments.
- Here you will be able to see a complete list of all your past and future appointments.
- You will also be able to reschedule and cancel future appointments.
Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address#2
0 -
Hello Ilo,
I am sorry to hear about this situation.
As our member suggested, please ask your friend to contact us directly to investigate what happened.
We are here 24/7 so he can contact us at any time: https://fizz.ca/en/contact-us
Have a lovely day,
-Alex0 -
We have tried everything. When he clicks on the link, he doesn't get a person but a computer responding and he is not able to get his question answered. If Fizz doesn't come today, as was seemingly scheduled, then he will be without internet. This is not acceptable and it is an embarrassment to me for suggesting Fizz to him and praising the service.
0 -
@Daphizzer
Thank you for your reply. He has tried everything and nothing has worked as there is no HUMAN to talk to. The WhatsApp number does not work. Messenger and chat are automated replies. As for logging into his page to go to the Manage Plan, he can't do that because he doesn't have that page yet as his internet is not yet set up. I have been online with him all this time and I have also tried without success.
Thanks Ilo
0 -
Thank you for your answer
He can not go to Manage Plan as he doesn't have that page yet when he logs in. I can do all of that because my account is already established, so it is not the same.
0 -
In order to communicate with the service, he will only need to follow the first link I sent you in my first message, that of Status-Services, and the Chat will open immediately.
Occasionally when the Chat is unavailable, wait a few moments and then try again to finally have access to the Chat then. Also, sometimes it is easier to access through the French version of Fizz’s website.
Try it with this link and don’t worry the French link will not affect the language used for your conversation with the Service: https://fizz.ca/fr/faq/etat-services
0 -
Hi Ilo
As mentioned, if your friend's credit card was not charged and you cannot see any appointment already booked, I'm afraid the order was never completed. It looks like your friend will need to start and complete a new activation by following these instructions: https://fizz.ca/en/faq/how-do-i-subscribe-to-fizz-home-internet
You still have time to receive the $40 referral bonus. This promotion is valid until March 31 2022: https://forum.fizz.ca/en/discussion/2630620/40-for-you-40-for-your-friend-%EF%BB%BF-%EF%BB%BF
You can log into your Fizz account any time to see your past and future technician appointments. Service calls (for repairs), however, do not appear in your account.
To view your Fizz technician appointments:
- Log into your account and go to Manage plan.
- Click on Appointments.
- Here you will be able to see a complete list of all your past and future appointments.
- You will also be able to reschedule and cancel future appointments.
Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address
0 -
@Fizzy Thanks for your reply.
We have been trying to get this solved all afternoon and without success. I think that if the order was not completed, as FIZZ has all his information, they should have at least sent an email to fix that. In any case, it is now after 5 here and no one came. Thanks to my suggestion, he will be without internet for the coming week. He has already called another provider, where he actually spoke to a HUMAN BEING and everything is completed and confirmed for installation at the earliest possible date next week. Even if the problem could be now resolved, the $40 bonus can not begin to compensate me or him for a completely wasted afternoon.
As I have already explained twice, he can not go to the page you all suggested because that page with the Manage Plan button does not show on his profile yet. I appreciate the replies and the suggestions, but we will let it go. You can be sure that this was my first and my last friend's invite.
Ilo
0 -
I am sorry your first friend invite to Fizz did not work out as planned. As you may know, Fizz is 100% online. If your friends need to speak with customer service on the phone when needed, then Fizz might not be a suitable option for them.
In my case, I do everything online. I prefer this method of contact and there is no waiting for someone at the other end of the phone. There are numerous advantages with Fizz and I am able to change my plan monthly as needed (in accordance with the change plan policy: https://fizz.ca/en/plan-change-policy).
One suggestion I have made before and you have learned is: Never cancel your current home internet until your new one is installed and you have tested it out. Many years ago, ISPs would require 30 days written notice for cancellation, so we had to cancel beforehand if we didn't want to be double billed a whole month. This is no longer the case as most ISPs now will accept same day cancellation request.
According to the Consumer Protection Act of Quebec, all Internet services, TV or phone contracts, concluded on or after June 30, 2010, can be cancelled at any time without notice. You simply have to advise your service provider and pay a fraction of the value of the promotions he gave you, if any.
0 -
Hello @Ilo, it is unfortunate you and your friend had a bad experience. Fizz could not have scheduled an appointment to set up the service if it had the wrong name and the payment was not processed and your friend should have contacted Fizz directly through his/her account. For privacy reasons Fizz cannot discuss other people's accounts with anyone but the account holder. Seeing as your friend has already gone to another provider, the @Whizz should close this topic.
0 -
Hi @ilo, like some said, Fizz is an internet company, so sometimes it may take a while to get an answer about an unexpected event. But your friend and you can always try again by taking an appointment to get the internet services that he'd like. You can go on the fizz website to reschedule an appointment with a technician if that can help.
Thank you for your topic, hope it helps
Have a great day
0 -
Hi,
I suggest you to contact Fizz’s customer service team directly to resolve this issue, they will be able to do some further investigation to correct this situation as well as provide you precise answers. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.
If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:
-By private message on Facebook/Messenger: https://facebook.com/fizzca.
-By private message on Twitter : https://mobile.twitter.com/fizz_ca
-Whatsapp : (438) 393-5814
-1
